PROFESSIONALS / SERVICE PROVIDERS

Who, exactly, are the beauty and wellness professionals that will be sent to me by OnGlam after a booking has been made?

The service providers available to you through our OnGlam app are freelance professionals in their respective fields who have been vetted thoroughly by our Team.

What products/tools do your service providers use?

The brands used by our makeup artists, beauticians, and hairstylists may vary. However, we strive to ensure that our service providers only use authentic/original products for your safety and peace of mind, and that their
equipment and tools are thoroughly sterilized before each treatment. We aim to do the hard and meticulous work of upholding the highest standards of hygiene to enable you to relax and unwind without a trace of doubt.

What areas do OnGlam’s services cover? / What areas do OnGlam’s service providers travel to?

Currently, we only cater to customers residing within the Klang Valley. However, we are working on expanding our services to other areas outside the Klang Valley, so keep an eye on future announcements!

APPOINTMENTS

I’m intrigued by OnGlam’s “beauty on demand” concept and want to book a service. Where should I begin?

The OnGlam app is available on the Apple Store for iPhone users and on the Google Play Store for Android users. After your download is completed, do create an account with us within the app using your email address, password, and other details as requested. Once your registration is successful, you will receive a confirmation email from us. (Please check your Spam or Junk folder in case it doesn’t appear in your Inbox!) Voilà – congratulations, you are now ready to book an appointment through the OnGlam app! Just browse through the multiple categories listed within the app, and have your pick out of our list of service providers that will cater to your exact need, right in the comfort of your own space. We’ll handle the rest for you the moment your booking is confirmed – all you have to do is sit back and relax.

How long will an appointment take?

Duration of services may vary; depending on the type of treatment or service you have chosen to book. However, we estimate that each session will at least take 30 minutes to 2 hours.

What if I'm running late for my appointment?

Our service providers will only wait up to 10 minutes for each appointment, so we advise you to be available at your premises at least 15 minutes prior to your appointment. Failure to do so will result in your payment being forfeited, and you will not be eligible for a refund. Your chosen service provider will also have the right to leave your premises.

What if I can't book an appointment for my preferred date & time?

We advise you to check with our service providers via the Chat function within the OnGlam app, as all appointments are subject to availability. We highly recommend booking a service at least two days in advance to avoid disappointment. Alternatively, we suggest booking another service provider in the same category should you still require an appointment on the specific date
and time.

What if I need to change the date and/or time of my appointment?

Worry not – you may change the date and/or time of your appointment at least 24 hours before the start of the appointment. Please contact your chosen service provider through the Chat function within the OnGlam app to discuss about the change of time or date. Please take note that it also depends on the service providers’ available slots.

What if I need to cancel my appointment?

Again, worry not -- you may cancel your appointment at least 24 hours before the start of the appointment. Please contact our administrator at admin@onglamapp.com. I have an issue with my session/appointment/service
provider/transaction. How should I make a complaint/who should I contact regarding this issue? At OnGlam, your overall wellbeing and satisfaction is of utmost importance, and we take your complaints very seriously. Should you experience
dissatisfaction with any aspect of your appointment, please email us at admin@onglamapp.com. Your feedback is of the highest priority to us.

PAYMENTS AND REFUNDS

How do I make a payment?

All payments are made strictly through the OnGlam app. OnGlam uses the MOLPay payment gateway to process all transactions made through the app. MOLPay offers a selection of payment methods, which include credit cards, debit cards, and online banking.

Can I pay for my services directly to the service providers/ Is Cash On Delivery option available?

Unfortunately, we do not provide Cash On Delivery (COD) as a payment method. Payments should only be made through the MOLPay payment gateway within the OnGlam app itself. This is to ensure that any transaction made between you and OnGlam is secured. Should you fail to abide by this term, OnGlam and Doveera Sdn. Bhd. will not be held liable for any issues that may arise from any appointments you have made with our service providers and you will waive OnGlam and Doveera Sdn. Bhd. of any obligation to intervene in the event that a dispute arises between you and your service providers.

Under what circumstances will I be eligible for a refund?

i) If service providers cancel or terminate a paid appointment for any reason, we may, in our sole and reasonable discretion, issue you a refund of any fees pre-paid for such appointment.

ii) If you’re unsatisfied with your service or experience with your chosen service providers, please email us at admin@onglamapp.com within 3 days from the day of the service is performed. We will look into your case and will contact you as soon as we can.

iii) Once your refund request has been submitted, our OnGlam team will pass a decision within 7 working days. If the refund is approved, you will receive the refund within another 7 working days from the decision date. We will refund you via credits on our system.

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